Tahsheen Shaihar Kassee
Toronto,Canada
Summary
Bilingual professional fluent in English and French with strong organisational, analytical, and problem-solving skills. Experienced in IT support and automation systems, leveraging critical thinking and attention to detail to drive process improvements. Adept at operations management, continuous improvement, and training & development, with a solid understanding of Lean Six Sigma principles and process mapping. Demonstrates excellent interpersonal communication and teamwork abilities, thriving in fast-paced environments while motivating teams towards shared goals.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work history
Senior business process analyst
Bank of Montreal
Toronto, Ontario
07.2024 - Current
- Participate in engagements, as a team lead/member and a business lead
- Manage stakeholder expectations and negotiate with project stakeholders on scope and deliverables.
- Role model values to promote positive high-performance culture during a time of rapid change within the Bank.
- Build relationships with other areas of the Bank such as Product groups, operations support teams, Finance, IT, Legal, etc.
- Manage change by actively engaging with senior stakeholders, act as change agent, influencing others to implement appropriate methodologies, diagnose barriers to project success and facilitate resolution.
Bilingual Business Process Analyst
Bank of Montreal
Toronto, Canada
08.2022 - 02.2025
- Process and ensure correct submission of Equipment and ID Connect requests for branch employees
- Conduct analysis, generate ideas and identify business process improvement opportunities that would lead to significant productivity enhancements and customer satisfaction
- Act as a key point of contact for any issues or questions relating to EIC, solving issues or directing questions to the appropriate contacts within the bank
- Identify synergies across business groups and connect the dots across engagements to obtain maximum value to the enterprise
- Build relationships with other areas of the Bank such as Operations Managements support team
- Provide, and/or coordinate the provision of, required training on all changes to process procedures, policies, and documentation as they are implemented to ensure team member understanding and competency in applying the changes
Senior Bilingual Customer Service Representative
Bank of Montreal
Toronto, Canada
09.2021 - 06.2022
- Providing first and/or second level business support, advice, and guidance to sales and service colleagues (Business Help Desks) using ServiceNow
- Acting as trusted advisors to stakeholders, providing a source of business process, policy, procedure, product and/or system expertise
- Providing extensive business knowledge in an effective, responsible and timely manner to aid in delivering business results and/or minimizing risk
Technical Analyst Co-Op
Canadian Imperial Bank of Commerce
Toronto, Canada
01.2021 - 08.2021
- Formed part of Application Support Operations team responsible for daily support of servers and applications
- Followed processes to troubleshoot or escalate application issues
- Helped team resolve or escalate incidents raised through Service Now
- Regularly checked systems to ensure smooth running and engaged support teams in case of issues
- Worked with team on a shift schedule to perform routine maintenance tasks
IT Operations Analyst Co-Op
BMO Financial Group
Scarborough, Canada
09.2019 - 12.2019
- Formed part of Production Support team responsible for daily administration and support of Open Systems Databases and Operating systems such as AIX, Linux Platforms
- Verified that regular Maintenance activities (patches, service packs, upgrades, tuning) are carried out
- Helped team resolve production incidents raised through alerts / calls
- Participated in Change Management related to production changes carried out by the support team
- Prepared and/or updated support documentation to ensure currency/correctness
IT Support Analyst Co-Op
Cambrian Solutions Inc
Oakville, Canada
01.2019 - 05.2019
- Provided IT support to 50 internal office employees and 15 remote sales employees
- Assisted the IT Manager with software deployment
- Troubleshot user issues and fields any questions and concerns
- Set up new user accounts in the Active Directory and in MS Exchange
- Worked with the IT Manager to create and refine systems for user onboarding and offboarding
- Supported the Company's ticket management system
- Aided the IT Manager with asset management initiatives
Education
Computer Systems Technology – Systems Analyst -
Sheridan College Institute of Technology and Advanced Learning
Oakville, ON 09.2017 - 04.2021
Skills
- Bilingual (fluent in both English and French, written and oral)
- Strong organizational and analytical skills, knows how to draw conclusions from data collection
- Great interpersonal and communication skills, comfortable in fast-paced environments from Customer Service experience
- Strong team player, demonstrates good collaboration in a team setting and motivates members to work towards a common goal
- Critical thinking, detail-orientation and problem-solving skills from working in IT Support and fixing automation systems in EIC
- Knowledge of Lean Six Sigma principles and Process Mapping
- Operations Management, Continuous Improvement, Process Improvement, Training & Development, Operations
Languages
English
Proficient (C2)
French
Intermediate (B1)
Affiliations
- Gym
- Long distance running
- Reading
Accomplishments
Employee spotlight winner award
Timeline
Senior business process analyst
Bank of Montreal
07.2024 - Current
Bilingual Business Process Analyst
Bank of Montreal
08.2022 - 02.2025
Senior Bilingual Customer Service Representative
Bank of Montreal
09.2021 - 06.2022
Technical Analyst Co-Op
Canadian Imperial Bank of Commerce
01.2021 - 08.2021
IT Operations Analyst Co-Op
BMO Financial Group
09.2019 - 12.2019
IT Support Analyst Co-Op
Cambrian Solutions Inc
01.2019 - 05.2019
Computer Systems Technology – Systems Analyst -
Sheridan College Institute of Technology and Advanced Learning
09.2017 - 04.2021
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